You can’t win ‘em all

There is no doubt that Rafayel has a distinctive incomparable uniqueness. It is devoid of the generic corporate aloofness or dismissive attitudes of management executives in the hospitality industry.  Even in its operations and functionality, Rafayel exhibits a hands-on, roll-your-sleeves-and-get-down-to-it imperfect rawness and urban sophistication in equal measure making the hotel a living, breathing, social being.  No effort is spared and no stone left unturned in Rafayel’s hallmark policy of “exceeding expectations,” but just like a human being, there may be a slip-up or more often than not waves of genius exuding from its personality which some may even find over-exuberant. 

No single individual is alike.  Each has a different sense of aesthetics, a social sense of no-nos or do’s and don’ts, or to quote a clichéd line, “One man’s food is another man’s poison…” We do our best to ensure that our guests receive the warmest hospitality, get the best 5-star services at the best rates which may or may not be appreciated.  Therefore Rafayel feels much pride in sharing the rave reviews and negative views to give an insight into the living breathing entity the hotel is.

“Excellent Hotel, can't fault it!”

We spent 2 nights here on a last minute break, 5* hotel for 3* price. We really loved it, cool, chic decor, big room with a view of the river, comfy bed, smart bathroom with jets in the shower. everything was spotlessly clean, with all that you could need. Staff were polite, helpful & friendly without being over the top. Location is far enough out of centre to be quieter but still easy to get about on buses. Would definately stay here again when visiting London :)

“Chic hotel on the river”

 

Beautiful hotel in a great location, bus number 170 stops right outside which you can take from Clapham Junction to the hotel & then from the hotel to Victoria.

Room was modern & the bathroom was a great size with a powerful shower.

Staff were polite & friendly & we even got a card & tray of posh mini cakes as it was our wedding anniversary, a really sweet touch.

Only negative was the lack of vanity items, not a major thing though!

“Amazing best boutique hotel in London”

 

Beautiful hotel tucked away in corner of battersea decor cool staff friendly and exeptionally helpful the room was huge and tastefully decorated beautiful bathroom when we visit again which we will definitely asking for a river view cool bar and restaurant busy so I guess good food the owner very welcoming can't wait to go back an absolute gem of a hotel and exceptional value

“Fabulous!!!! boutique style - amazing service”

 

Just got back from a stay at the rafayel and its was amazing. we got upgraded to a suite becuase they were quiet and it was HUGE! really modern, clean and very impressive for the price. comfy bed, robes, tv in bath! great views of the thames and the complimentary pick up from clapham common was fast and polite. didnt eat at the restaurant but looked lovely and the roof terrace had amazing views.
Took a look around the spa and loved equally luxurious, as were the function rooms.
if you need to get into town another way the bus stops directly outside so if your coming back late it is loads cheaper than a taxi. Not really that far out of town (just across the river from chelsea) and i'd rather pay what we paid for this 5* than 3 times as much for a worse place that is more central.
definately a savy choice if you want affordable luxury! - the location is actually really nice so dont be put off. (lovely battersea village 2 mins walk for breakfast/dinner/drinks very european). Cannot speak highly enough of this hotel.

Planning to stay there again next trip.

Outstanding service, reasonable price, availability of a secure garage, exceptionally large and well appointed room. Now that we have found this hotel we will use it again when we come to see family, and the next time it will be less of a rush and give us time to enjoy other facilities offered by Hotel Rafayel. Superb hotel in a very good location. Many thanks for making our brief and busy stay stress free. We have already recommended the Rafayel to friends.

Amazing junior suite, staff added the extra touch of a anniversary card and cupcakes. Much appreciated!

The design of hotel and rooms exceptional.

The staff were the best i have ever met in a hotel,very friendly and made you feel like you have known them for years,very much the stars of the hotel.

At first the location,but this was changed with the courtesy car and driver.

Great hotel and great views
Stayed two nights and can recommend this hotel,it is clean ,spacious rooms with great river views ,very comfortable high tec rooms all with mod cons,mini bar and fantastic bathrooms ,power showers tv in bath tub !! Only downside the hotel is a fair way out of the centre of london but the hotel runs a free complimentary shuttle service to the nearest tube station which is clapham common which is 10 mins by there shuttle car and did not cause us any problems wht soever you just ringa nd they turn up and collect you and drop you off ,all in all best hotel and service we have stayed at for several years and we are fairly well travelled people both in the uk and internationally

Business stop-over on short notice
Arrived late circa 10pm and staff were friendly and efficient. Room was larger than I expected and was fitted out to a high standard. For business travel it was perfect and a tourist would be very pleased also.
The restaurant had an special offer (effectively half price) and for this price the food was good value - and very good. The staff were fine, but catching their eye required more effort than subtlety.
The only complaint was the various noises in the room. The a/c system, even on low speed, was too audible, more air noise than machine noise. Having turned that off, it was the turn of the LED drivers, buzzing away in the background.
Nevertheless a good stay, good value (at the Late Rooms price of around 30% of the normal rate), and will use again

Regular guests
Never disappointed by this hotel. Can't fault it.
A few drinks with friends on the Thames side terrace is a great way to end the day.

Sanctuary in a Bustling Capital
If there is such a thing then Rafayel on the Left Bank is it. Rarely do you find such unashamed luxury at an affordable price. Far enough away from the hustle and bustle to relax, close enough for a short taxi or train ride to the centre. The hotel is perched on the banks of the Thames and is not over declaring of it's 5 stars. If you really want enormous, luxurious rooms with absolute attention to detail then Rafayel is for you. I will stay again and again.

“Nice rooms but lacking in service”

We stayed here for one night after a long haul flight before moving on from London. The room was perfect for crashing out - a nice shower, comfy bed, loads of room for luggage. What was disappointing however were our experiences outside of our room. The reception area was chaotic, not from guests but from the huge number of reception staff who, despite their numbers, were very near to completely unhelpful. Save your money on the breakfast, selection is limited, service was lacking and when I ordered poached eggs (made to order) they were inedible given the huge amount of vinegar the cook had used. To set your expectations appropriately - come expecting a nice, modern, pleasant room but don't expect anything near 5 star service from the staff.

Management Response:

Dear Guest,

We thank you for your choosing to stay with us after your long haul flight to London, and for taking the time to comment on your experiences at Hotel Rafayel. We appreciate the fact that you gave our room accommodation the highest rating and would like to thank you for pointing out the comfort of our Hypnos beds which are individually made to measure by hand.
Rafayel on the Left Bank also offers more revitalization facilities for guests after long haul flights, from Jetlag-recovery rooms through to the specially designed SPA treatments and the 24-hour room service form our highly rated Banyan on the Thames restaurant. We are considered by many to be a perfect location after a long flight, convenient for both Gatwick and Heathrow Airports.
We would like to offer our sincere apologies for the poor service you feel you received as we pride ourselves on attention to detail. Rest assured your comments will be taken on board and our procedures reviewed to ensure high levels of service are maintained at all times. We are generally praised for the outstanding performance of our front of house staff, but it seems that during your short stay we failed to impress. We are constantly working towards improvement and adopting the totally customer-centric approach in everything we do.
We would be very proud to receive your patronage again in the future and are confident we will be able to meet all your expectations of a 5 star hotel.

Best Regards
The Management

“Amazing 5 star hotel at 3 star prices”

 

We wanted somewhere special to stay for our 20th wedding anniversary for 2 nights. Tha room was the amazon suite and it was perfect, amazingly clean and spacious, with a tv in the bathroom!!!!! The staff were very helpful and the free shuttle service to the underground was great. One tip would be to get back to the hotel from the city after the shuttle service finishes (after 10 pm) get off at Victoria and get the 170 bus and it stops right outside the hotel. They even made sure my car was outside waiting for us at 5.30 in the morning. Faultless service. We will definitely be back, maybe with the children in a suite next time!!!!!!!!

A fistful of pearls - from Rafayel’s Management Handbook

Rafayel – a living breathing thing – has its unique approach on training its executives and staff.   We are proud to share a few tidbits off its management handbook.

Human culture is a sum total of constructive and destructive activities of our leaders, scientists, brilliant minds and tyrants of the world. Let optimism, confidence and hope thrive over cynicism and negativity. 

 

Aesthetics and ambiance of any place comes from variability of ideas.

 

Surround yourself with the best people you can find, delegate authority, and don't interfere as long as the policy you've decided upon is being carried out.

  

We incorporate outside the box thinking, maximising and multitasking within a person helps person grow, it is all about growth in terms of capacity and capability and this is the challenge that the contemporary companies face.

 

The Mantra

 

“All work is honorable.”

No Excuses, No Regrets
"Wisdom knows no rank."
"It's not our abilities that define us, it's our choices.
Time should be precious, but not anxious.

Build your team

The industry will need new kind of MBAs with great emphasis on skill training, interpersonal skills, reaching out, technical and software awareness:

Continuous Communication between employer and employee is most important.

Teaching them new skills should be the goal.

Keep an eye on over-ambitious internal power strugglers.

Teach them the whole hospitality not a part of it.

Recruiting the "hospitality mindset" is more important than any number of degrees.  Technicalities can be taught, but being a "hospitable mind" cannot.

Any employer who cannot empower people to take decisions when they are required will fail to keep employees.

Customer complaints needs big decisions to be taken at the spur of a moment, an employer who does not empower its front office staff to write-offs when they deem it necessary will make them feel miserable.

 

Time to listen and learn about philosophy of service industry - do you really want to work for satisfaction of others or just fill in hours?

Customer service should be your pride and a career path you choose with sincerity.  Those who think of it as ‘servants work’ and beneath them will hurt the industry and themselves. 

Living in the mighty bygone days of majestic hotel standards without realising that the world around has changed is a self-serving and destructive approach. 

It is absolutely required to address every customer complaint. The hurdle of satisfaction and survival rate of good properties will just move a tag higher; far more concentration is required by the employers and employees. 

On success

Success is about three things asking the right questions, liberating from daily chores to have a view from the balcony, and admitting responsibility of failure. Failures are ladders to greater success.

99 percent of your results will depend only on 1 percent of your tasks. So quit wasting your time on unproductive activities, like idle chatter - idling should be constructive. 

Focus your life on the activities that produce the greatest rewards of human endeavours.  Focus on your priorities by sharing knowledge and experience; optimism and positive outlook will help you grow. 

Get the best out of your team by giving the best to the people around, become an icon of change. 

Let people look forward to you for change that you can bring by your talks and ideas; be an “idea” man.

Most people only accomplish a fraction of what they could accomplish because they spend majority of their time working on meaningless tasks. 

No two days should be the same. If you want to have a successful day, you must plan your day.  

Planned days are productive days!  Think what you achieved out of the whole day, anything optimistic will add to your armoury of experience; all unconstructiveness will destroy your career. 

You must fight for want you want!  Don’t get “depressed” when things get hard.  Remember, it’s darkest just before dawn. 

Tough times will come on the “road to success,” …but you have to keep on moving!

Instead of self-destructive obsession in proving one’s self-importance through shortcuts, one should immerse in the quest of true knowledge.

You can’t make progress until you know your weaknesses well. You build your vitality by protecting your Achilles' heel.

You expand your mind by constantly associating with people who think in a different way; if someone is not challenging you, something is seriously wrong. It is from your worst critics you learn your best.

You are a product of who you associate with. You should be known by the company you keep and the best company you can keep is with ‘knowledge’ and impart it well. 

Don't selfishly accumulate knowledge; it only is effective when dispersed.

Learn every day; nothing can take the place of experience.  Do what you’ve never done, to get what you’ve never gotten.  You have to expand your horizons; you have to enter new waters.  When you do, you will grow, and you will change.

The reason many people don’t succeed is because they underestimate the amount of work requisite for success.  Those who play with timing and allocate rotas to their work ethics will only end up as subordinates. 

Those who learn everything all around and are seekers of knowledge they will break the barriers of ignorance and become stalwarts.

Mountains don't cry they only grow taller. The twist and turns of life are such; the sand of today becomes the mightiest peaks of tomorrow.

Your time will come just keep thinking and daring yourselves with a new challenge. The triumphant always has a number of projects planned, to which he looks forward. Anyone of them could change the course of his life overnight.

On failure

Admit failure freely - Admit mistakes and move on.
 
Don’t blame others - Don’t make excuses. Be strong enough to assume immediate and full responsibility. 

Learn from failure - Every success I know has been reached because the person was able to analyze defeat and profit from it in the next undertaking.

Don’t take failure too seriously - Develop a sense of humour. Don’t take yourself too seriously.

Have courage - Do not be intimidated by setbacks.

Balance your life - Develop interests in several areas of your life. Then, when you fail in one area, your whole life doesn’t lose meaning. "No single venture should support your entire emotional life".

Set new goals - "Failure is the only opportunity to begin again more intelligently." Henry Ford

Separate failure from self worth - Losers say, "I’m a failure." Winners say, "I failed in my attempt, but I shall win and overcome these obstacles facing me". People must separate performance and occasional failures from their worth as a person.

Be willing to fail more often - Nobody learns to walk without falling. Expect failure regularly.

Failure is part of winning and many people don’t win more because they are too afraid of failure. Successful people fail often.

Remember, failure is success - Failure is success in the making. The person who makes no mistakes does not usually make anything.

Hospitality and how to handle people

Don’t criticize, condemn or complain.

Arouse in people an eager want.

Give honest and sincere appreciation.

Make People Like You.

Remember to smile.

Use the person’s name often.

Listen well and encourage people to speak first and often.

Become genuinely interested in people.

Always make people feel important.

Always talk about people’s interests.

Hospitality is a business of love and amour, it is about exceeding expectations, hurdles always define our objectives.

''You can have the best looking property, the best chef in the world, the most expensive operating equipment or the most consistent service style day in and day out, without hospitality which is lived and breathed within your organization you have already failed.''

Improving your learning skills

The best workmen DO have the best tools, but it's not about the tools.

To learn how to learn, you need to revisit the way you learn. You need some kind of program that will take you from where you are to where you want to be.

You need to get on the program of lifelong learning. You need to get to understand good learning principles so that you can record and retrieve information as quickly and accurately as possible.

You need to have a vision, become motivated, and set goals.

You need to manage your time effectively.

You need to read faster, with better comprehension.

You need to record what you have read with more creativity and accuracy.

You need to remember what you have read.

You need to maintain a sound mind and a sound body.

How to lead

“Leading from the balcony” allows you to focus on your most important work – improving the overall functioning of your team rather than just doing the day-to-day work.

When your team functions at a much higher level, the quality of their work improves, their confidence soars and their pride in their accomplishments increases.

It is only when they feel “we did this ourselves” that they will assume responsibility for on-going improvements that would have escaped your notice.

Self-accountability is key for a high performing team.

That management is best which manages least, and in the end, when workers are ready for it, that management is best which manages not at all.

Imperfection cured...to perfection!

A perfect product can only be perfect if it is a culmination of successes achieved through failure, through trial-and-error, through honesty and integrity and above all, commitment and dedication to a common cause and a perennial pursuit to improve and exceed expectations.

We at Rafayel strive to seek that elusive quality of “perfection.”   To achieve that, fairness and transparency have been one of our cornerstone policies.  Thumbs-up guest reviews, which we get 95% of the time in nearly 3,300 reviews posted on social and travel media networks, are a joy to share with our fans and friends, but when we get the odd poor review, we feel privileged to share it as we believe that it is not a reflection of any shortfall in our efforts to excel, but a desire to humanize Rafayel, which may be subject to praise or criticism from another individual’s perspective and personality.  This is the new age of social media.  It has revolutionized interpersonal skills and opened new doors of productive and profitable communication.  Those who wish to take advantage in this fantastic New World will have to live with both the bright and dark sides.

From the sublime to the ridiculous… we value each and every guest opinion and are proud to share it!

“Gorgeous, gorgeous, gorgeous!!!”

Reviewed July 25, 2011

I didn't stay in the beautiful hotel, unfortunately, but I ate dinner there. The hotel itself is immaculate and oozes sophistication. We had a starter, main and pudding each, with lizz jazz. The staff were so friendly and chatty, and came over and chatted to us whilst waiting between courses. We had bruschetta to start, lovely and I have seafood linguine for main with salad, and my partner had lasagne. His lasagne was a bit dry, however he ate it all so couldn't have been that bad! He had fruit salad to finish and I had tiramisu. Overall a gorgeous hotel, with beautiful staff - I only wish I'd stayed the night there!! Would definitely come back.

“Excellent Experience. Can’t wait to go back!”

Reviewed July 25, 2011

Excellent overall experience. On arrival, a free valet car park service by friendly staff and on entering the restaurant, we were greeted with a warm welcome by a person who I later found out is the owner of the business, a rare combination in my experience especially for this type of establishment. The management was accommodating despite the fact that we were late for our reservation. Very polite and attentive bar/restaurant staff. It is slightly away from the hustle bustle of west-end but nonetheless a great location to wine and dine in style on the bank of river Thames. It is evident that a lot of thought and care was taken in designing the interior/layout of the bar and restaurant. Really loved the food. The atmosphere was great, a cool fusion between east and west. We were the last people to leave the restaurant and I just can’t wait to go back!

“It’s a scam”

Reviewed July 8, 2011

Its located far away from any good transportation service and the furniture is easily the worst taste I have seen in my life, as well as being cheap and of bad quality, tv does not work and towels and details are of cheap quality. It is all done so they comply with 5 star standard but with cheap solution and cheap staff that doesnt dress properly or has no education whatsoever. If they burn it down they would do a favour to humanity.

“Phenomenal!”

Reviewed July 25, 2011

I had a fabulous stay! The rooms were gorgeous and exhilarating, enhancing and complementing the romantic moments I had with my girlfriend! Food and room service were friendly and prompt! The mixing and matching of artwork was pretty creative and mentally stimulating! I got everything I wanted; guess beauty is in the eye of the beholder; and boy my eyes saw nothing but good!

“Fabulous Find”

Reviewed July 21, 2011

I usually stay in Mayfair when visiting London on business but fancied a change and the Rafayel seemed to be offering a similar standard at half the price.I was expecting there to be a catch but could not have been more pleasantly surprised.The staff in particular were exceptionally good.The superior room was very large and superbly well appointed.The facilities are first class.Ok so its not bang slap in the middle of Town but its not that far out and if you drive there it is outside the congestion zone and valet parking is £15 a night as opposed to £40 ( plus congestion charge) in Mayfair.You can be in central London by minicab in 15 minutes.I will stay there again.

“A lot of good and a lot of bad, all in one hotel”

Reviewed July 18, 2011

The Rafayel is a bit of an odd hotel, there is a lot of good and a lot of bad -- all in one hotel. I'll start with the good. The hotel is new and clean and does not have any of the grungy run-down feeling that characterizes so many London hotels, including expensive London hotels. The one exception to this is the multiple stains on the carpet. The rooms are huge by London standards. Much of the hotel is of a sleek contemporary design with modern features, including well-functioning air conditioning, an enormous bathroom with water jets in the shower, free wireless internet service, and a flat screen tv that is suspended from the ceiling. Much of the hotel is also extremely attractive. The rooms are partly tiled with large contemporary tiles. The bathrooms have beautiful Roca fixtures, including a contemporary large white porcelain sink and toilet. The ceilings in the rooms are very high and the furniture is new and appealing. Some of the other finishes are also quite nice: glass tile in the bathroom; white glass counters on the desk; large dark-stained wood doors.

Some more good: The hotel staff is very friendly and accommodating (There were several occasions when they brought me a bucket of ice late at night and cereal bowls in the morning. The "IT" manager helped me print out a contract I needed to get signed and emailed back to the states); There is a free car shuttle service that takes guests to and from a tube stop and a train station; The restaurant serves a good dinner and gives a 50% discount (with several restrictions) to hotel guests; the rate was quite good considering general London prices.

Now the bad. The Rafayel bills itself as a five star hotel. When I stay at a five star hotel I look for an ambience and an aesthetic that makes the hotel uniquely pleasing and beautiful. Unfortunately, the Rafayel is lacking in both. While many of the individual components of the hotel are quite attractive, they are mixed in with so many unattractive components that you're left with a bit of a mess. As discussed above, much of the hotel is sleek and contemporary. The problem is that other components of the hotel are traditional and a dated throwback to the 80's. The hotel's lobby is most afflicted by this problem….

“Nice hotel but the location wasn’t great”

Reviewed July 20, 2011

Recently went to London with my Boyfriend and decided to stay in Hotel Rafayel on the Left Bank. Hotel is a bit difficult to get to, Closest tube is Clapham Junction (about 5 minute drive away) the hotel offers complimentary pick up service. We phoned the hotel and they sent a driver to pick us up within 10 minutes. When we arrived at the hotel we were given a lovely room but it was on the ground floor and the windows were down to the floor so wasn't at all private. We contacted reception and they moved us to a room further up which was lovely. Very modern and luxurious.
We went down to the hotel bar for a couple of cocktails in the evening, was lovely overlooking the Thames on a sunny evening.
Overall we enjoyed our stay but found the location a bit far away from central London. Hotel was really nice though.

“Impressed”

Reviewed July 20, 2011

Exceptionally good staff, large rooms, very impressed.

“This hotel was a very great experience for us.”

Reviewed July 16, 2011

Loved all the hi fi gadgets installed in the rooms, valet service was quite a necessity as there were no parking spaces for residents which I did find should have been included... But overall this is by far one of the best we have been to.. The rooms were always scented discreetly which makes it feel fresh... Loved it , we dint have to use the shuttle service so would not be able to comment... Enjoooyyy,

Nah nothing bad worth writing about :)

“Oustanding Hotel and Staff”
Reviewed July 2011

I travel all over the world and this hotel rates in my top 3 of all time.
Rooms are fantastic, spacious and well designed.
Every single member of staff could not have been more helpful they are credit to the hotel.
Usually I avoid eating in hotel restaurants but I could not keep away from eating in this one.

Guru corner- 5 Rafayel ethos that we drill every day in our colleagues’ heads:-

 

Human Beings are Amazing!

The pulse of our work is creative empowerment. We really, really want people to be better and to reach their highest potential. It gives us a real kick to see a person grow.

For this week I have selected special 5-pointer kind of reflections on success across generations by a very senior executive:

1. “All work is honorable.”

2. No Excuses, No Regrets
3. "Wisdom knows no rank."
4. "It's not our abilities that define us, it's our choices.
5. Time should be precious, but not anxious.

First, "All work is honorable." Most of us will end up at some point in our careers in jobs that are not fulfilling, or at least for a time working on tasks that seem pretty frustrating. But, interestingly, we often learn more from those 'uninspiring' tasks — or we are watched or admired more for how we perform in them — than we might realize.

In his autobiography, My American Journey, Colin Powell tells this story of a summer job he had in college working at a Pepsi-Cola bottling plant. He wrote, "When I reported in, I was handed a mop, an experience that black workers had for generations. I took the mop. If that was what I had to do to earn $65 a week (this was in the 1950s), I'd do it. I'd mop the place until it glowed in the dark. Whatever skill the job required, I soon mastered it. "It could be godawful work, as it was the day fifty cases of Pepsi bottles came crashing down from a forklift and flooded the floor with sticky soda pop.

"At the end of the summer, the foreman said, "Kid, you mop pretty good." "You gave me plenty of opportunity to learn," I told him. "Come back next summer, he said, "I'll have a job for you." Not behind a mop, I said. I wanted to work on the bottling machine. "And the next year, that is where he put me. By the end of the summer, I was deputy shift leader and had learned a valuable lesson: All work is honorable. Always do your best, because someone is watching." So, remember — all work is honorable. It is our effort, our attitude, and our values that make it so — not the title on our business card or the number of people reporting to us.

We need to make the most of our effort — because all work is honorable. We need to make the most of all our relationships — because wisdom knows no rank. And we need to make the most of our time — so our hours are precious, not anxious. 

A Booz Allen employee headed out of the office in his gym clothes — and his t-shirt proclaimed in big block letters, "No excuses. No regrets." Of course, the t-shirt was talking about fitness — it pictured a huge dumb-bell. But, it occurred to me that this sports proverb was, in fact, a powerful guidepost for success in life. "No excuses. No regrets" aptly summarizes the feelings of the senior executives and young professionals I heard from. Distilling the common themes, I believe the key to having "no excuses and no regrets" is — making the most of our effort, our relationships, and our time.

Let me talk about these in more detail — in the form of three principles:

1.     All Work is honorable.

2.     Wisdom knows no rank.

3.     Time should be precious, but not anxious.

"Wisdom knows no rank." - One final piece of advice on choosing and doing honorable work — is from a senior partner Paul Anderson who just celebrated his 40th anniversary with the firm. Paul relayed this advice given him by a b-school professor: In any organization, you will find things that trouble you. Even the best companies are far from perfect. There are four responses you can have to this — three of them are acceptable and one is not. "One — you can decide to overlook the 'bad things' and focus on the positive. Two — you can try to change things for the better. Three — you can decide that the shortcomings really bother you and leave. All three of these options are valid. The fourth one is not — and that is to dwell on and complain about the things that trouble you, yet fail to move on or take positive action."

The second major theme that emerged from the e-mails and interviews, is this: "Wisdom knows no rank." It's fascinating to listen to the most learned, most confident person in the room. And, in the world's top business schools, as in the profession of management consulting, we are blessed with the company of incredibly smart, hard-working people. There are times I sit in a meeting and just get caught up in the intellectual stimulation and energy — listening and enjoying the interplay of ideas and solutions. It can be exhilarating. And, we are very lucky to have this kind of education and experience. But we can learn just as much — maybe more — from meeker voices — from those not in corner offices.

The best advice I got early in my career was from my office mate, Paul Boehm, at RCA. Paul was quite senior to me in experience and expertise and the more I talked with and learned from him, the more I saw that he was perhaps the smartest person in the whole company. But, instead of occupying a corner office with a large division reporting to him, Paul was sharing a cubicle with me. When I asked him why, Paul explained this was his choice. He gave his all to RCA while at the office, but he got to go home at a reasonable time and he didn't worry about work after he left. Paul spent a lot of time with his family and playing the piano which was his passion.

"Time should be precious, but not anxious."

A profound quote — that I had heard in a very unlikely place — a dumb movie. The movie was "Bruce Almighty." Back in June, my wife Janice and I went to see this movie in which a whiny TV reporter (Bruce, played by Jim Carey) rails at God for his lot in life. God, played by Morgan Freeman, decides to give Bruce all his powers to see if he could wield them better. Needless to say, almighty powers don't make Bruce any happier or more successful. And when he comes to ask why, God replies, "It's not our abilities that define us, it's our choices." So, think about that — "It's not our abilities that define us, it's our choices."

In this case, wisdom came literally from on high. But in our day-to-day lives, wisdom knows no rank.

Time should be precious, but not anxious. The last "umbrella theme" from the advice I gathered, is about time — specifically: Time should be precious, but not anxious. So, what do I mean by that? I mean that we need to cherish the days and hours of our lives and those of our loved ones — but we need not be so anxious and pressed about time that it becomes a worry rather than a gift.

I'd like to share with you some thoughts on this that I wrote in an e-mail to Booz Allen's worldwide staff on September 11, 2002. The subject line was "Moments in Time." And it read, in part:

I wish you great success in your chosen careers. And, I wish for all of you, that in thirty years, you will look back having 'No excuses, No regrets' — and you will look forward to great things still to come.

Selections from the Speech given by Ralph Shrader (Booz Allen Chairman & CEO) at the University of Michigan Business School.